At the end of this course, the participants should be able to:
- Learn about the concept of the customer and its importance
- Define the concept of distinguished service and its importance to the organization
- Learn about the distinguished service requirements
- Effectively deal with customer complaints
Customers and their importance
- Customer concept
- Importance of customer
Service excellence concepts and importance
- Service excellence concepts
- Service excellence characteristics
- Service excellence criteria
- Service excellence justifications and its importance
- International and local customer service certificates and awards.
Service excellence requirements
- First: Management role:
- Create Excellence Services Strategies
- Establishment of service excellence mindset and culture
- Developing policies and work procedures.
- Developing work environment
- Staying Customer focused
- Product or/and Services Excellence
- Second: Employee Role
- Gaining Compulsory Skills:
- Excellence Performance Skills
- Communication Skills with Customers
- Skills of Fulfilling customers' needs and desires
- Skills of forming positive first impression
- Important Characteristics
- Self-confidence
- Managing the dialogue with customers according to their levels
- Empathy with customers
- Honesty and integrity
- Gaining Compulsory Skills:
Handling customer complaints and suggestions
- Customer complaints concept
- Its importance
- Major Reasons of customers complaints
- Management and Employee role towards customer feedback and complaints
Dealing with the negative Customer Behavior to achieve excellence in services
- The behavior: Aggressive/ Transcendent/ Cynical/ Opposer /Arrogant/ Nagger and Angry
Development and Continuous Change to achieve Excellence Services
- Importance of continuity Development and Change for Excellence Services
- Developing Creativity thinking in delivering excellence service
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